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When Accenture is working with the CIC and CBSA to provide their officers with a comprehensive and consistent view of a client's information by implementing a Global Case Management System.
CIC and CBSA employees provide a full range of citizen and immigration programs—from processing visitor applications to handling requests for permanent residence—at a time of increasing workloads and demands for greater accountability and results.
Accenture Awarded Contract to Help Citizenship and Immigration Canada Develop Global Case Management System
Citizenship and Immigration Canada (CIC) has awarded Accenture a contract to help CIC design, develop and deploy a global case management system that will be used in Canada and at overseas missions to support the management of immigration and citizenship programs.
This first contract, which involves validating the business requirements and developing the high-level system design, is valued at approximately $4.8 million (US$3.1 million).
The new system will replace 14 of CIC's core legacy systems and will include full case histories on individuals and links to related files, making it easier for department employees to access and manage data. The system is also expected to help CIC streamline its operations and facilitate information sharing with key stakeholders.
Each year the CIC processes approximately 1.3 million visitor, citizen, immigrant and sponsorship applications; 320,000 employment and student authorizations; and 40,000 refugee claims, in addition to fielding 4.5 million calls.
"Like other immigration organizations, CIC is striving to improve customer service and adopt customer relationship management practices that are prevalent in the corporate world," said Graeme Gordon, the partner responsible for Accenture's Immigration, Justice and Security practice. "With the new case management system and some reengineered processes, the CIC should be able to operate more efficiently and improve its customer service."
The Accenture team working on the global case management system also includes Microsoft, Siebel and Ajilon, a Canadian professional services supplier with expertise in customer relationship management.